Magic Equinox Pugs and Bulldogs

Dear [redacted] ***,I'm happy to update you on the finalized repair of **and [redacted] ***'s Toyota Prius After the ***'s contacted Toyota's Customer Experience Center, a case was opened with the Toyota Parts Division and assigned to MrPercy C [redacted] with Toyota corporate MrC [redacted] located a replacement unit and shipped it to the dealership The part arrived on Thurday, June 11th ** [redacted] dropped his vehicle off at the dealership on Friday morning, June 12th The dealership installed the replacement radio, checked to be sure it was working properly, and ** [redacted] picked up the vehicle on Friday evening.As stated in my previous communications with your office and the ***'s directly, the remedy for this situation had to done by the manufacturer I'm happy Toyota was able to rectify this problem Please do not hesitate to contact me if there is anything more we can do in this matter.Respectfully,Debra L [redacted] Customer Relations Director

Thank you for this important information I spoke with [redacted] today and feel I have a clear understanding of his complaint I agreed to honor [redacted] ***'s request of a refund of $for the pro-rated portion of his wheel alignment agreement I submitted a check request today [redacted] should receive the check within business days Most importantly, we regret losing [redacted] as a customer I hope he will reconsider visiting our dealership in the future Sincerely, Debra L [redacted] Customer Relations Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My brother will be back on March 28, I will forward everything to him and he will take over Regards, [redacted] ***

Ms***, Thank you for giving us the opportunity to respond to Mr***'s complaint Mr [redacted] was here at the dealership this week, so we've had a discussion with him directly Mr [redacted] purchased a [redacted] from Koons Tysons Toyota on April 4, The vehicle had 91,miles on it at point of sale Due to the mileage, the vehicle could not be sold as a Toyota Certified Used Vehicle (TCUV) The vehicle received a used car check out and passed Virginia Safety Inspection The dealer ran a [redacted] report which the customer acknowledged receiving The [redacted] did not show an accident, nor was there any indication the vehicle had been in an accident The customer has driven the vehicle for two years, with no safety concerns reported The customer had the vehicle inspected in 2014, and it passed the Virginia Safety Inspection at that time The customer had a [redacted] run recently, and there is an accident now reported Had this information been available on April 4, when the customer purchased the vehicle, the dealer certainly would have disclosed the information The dealer offered to give Mr [redacted] an excellent travalue on the vehicle if he would like to trade it in at Koons Tysons Toyota The dealer also offered to purchase the vehicle outright from Mr*** Either of those offers are still open and available to Mr*** Thank you for your help in bringing this situation to an amicable close Sincerely, Debra SL [redacted] Customer Relations Director

[redacted] ,Thank you for forwarding the complaint from [redacted] I've had the pleasure of working with her on this concern, and also had the [redacted] buying rep reach out to her to help her understand she received correct and accurate pricing, as well[redacted] purchased a Toyota [redacted] from Koons Tysons Toyota on August 4, She went through the [redacted] Buying Program Attached you will find copies of the following:E-Pencil (customer's signature acknowledging pricing information)Buyer's Order (actual purchase document, with customer's signature) [redacted] Price SheetAll documents show the selling price of the vehicle as $32, She also received a $3,rebate (an incentive being offered by Toyota at time of purchase) Please let me know if you require additional information that would help bring this matter to a close.Many thanks in advance,Debra L [redacted] Customer Relations Director

This is not our complaintWe are Koons of [redacted] ***, not Koons Tysons Toyota

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Koons Tysons Toyota (Koons) appears to be trying to distance themselves from the issue of selling defective products and assisting us with a resolution when: By accepting and selling products from Toyota, Koons becomes a representative of Toyota; Koons sold us the car with defective equipment; Koons accepted the check for the car; Koons appears not to accept responsibility for product quality for items they sell Koons, in their response to the Revdex.com (not to us), has again pushed back the date of repair and is allowing for a potential open-ended repair date to resolve the issue.It is important to note, too, that Koons only provided the Toyota Customer Experience telephone number after prodding from usWe will avail ourselves of that telephone numberHowever, Koons appears to be portraying themselves as having no responsibility for the products they sellAdditionally, they have not been willing to intercede with Toyota on their customer's behalf for any kind of warranty accommodation, partial refund, and/or the use of a loaner car until the problem is fixedWe are also willing to accept a new car with perfectly functioning equipment if they cannot, in a reasonable amount of time, resolve our issueIt has been months since the purchase of the carHow long will Koons allow this matter to continue without investing their own resources into providing customer satisfaction?Koons needs to recognize and accept their involvement in and responsibility for selling us a car with faulty equipmentIn the meantime, knowing that there is documented issue with the [redacted] system, they continue to sell cars having the same potential problemAre they disclosing that fact to potential buyers? Regards, [redacted] ***

Thank you for providing information regarding [redacted] ***'s complaint I spoke with [redacted] in January and, at her request, "opted her out" of mailings from Koons Tysons Toyota Our records note that she was "opted out" on January 21, at 10:a.m [redacted] will need to contact Toyota corporate directly at ###-###-#### to "opt out" of future mailings from Toyota It can sometimes be misleading, as Toyota will brand their mailer with the name of the dealership closest to the customer's residence, making it look like the mailer is coming from the dealership, when it's actually being sent by Toyota's marketing company Unfortunately, Toyota requires the customer contact them to "opt out" They will not allow the dealer to do so.Please let me know if you need further clarification As always, we're happy to assist.Regards,Debra L [redacted] Customer Relations Director

Dear *** ***,Thank you for sharing *** ***'s complaint letterI am familiar with the situation regarding the replacement navigation system and have communicated with *** ***.Koons Tysons Toyota ordered a replacement unit; however, the unit is on backorder with the manufacturer (Toyota).
We have been given an estimated delivery date of June 10-12, which I relayed to the customer via a phone message. It's important to remember that Toyota may update us with a "push back" of the delivery of the unit, should it not be available next week.I also suggested *** *** contact Toyota's Customer Experience Center at ###-###-#### to open a case. Product concerns should always be directed to the manufacturer.I hope this information helps brings this matter to a close.Kind regards,Debra L***

From: *** *** Date: Thu, Dec 14, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***@myRevdex.com.org*** ***I did respond to the message from Koons. I do not accept the response. The forms that MsL*** submitted has a handwritten amount for the car. That wasn’t on the form when I signed it. If it had been I would not have bought the car for that price. I had been given a price of $28, for the car why would I agree to pay more?Sincerely,*** ***

*** *** *** *** *** ** *** **
*** *** *** ** ***
*** ***
*** *** *** ***
*** ***Thank you for the opportunity to respond to a complaint by *** *** *** During a phone call I had with *** *** on
05/15/2017, he asked to speak with our Service Director, *** *** Unfortunately, *** *** was out of the office that day, but the following day (05/16/2017), he contacted *** *** and left a message for him at 2:p.m I checked with *** *** this morning, and he informed me he has not received a return call from *** *** ***'s direct number is *** *** ***, should *** *** still wish to speak with him.Thank you and please let me know if you require additional information Enjoy a wonderful day!Debra SL

*** ***,Thank you for the opportunity to respond to *** *** complaint First, let me state that we've made a goodwill offer to *** *** I sent her an email on August 26, (email excerpt below) *** *** has not responded to that email.*** *** purchased a
vehicle from our dealership on May 14, at 80,miles Clearly, the vehicle's engine was working properly for the next three months and 7,miles (engine failed at 87,miles) *** *** had an oil change at *** *** on August 4, at 86,miles, with no indication from the technician that there was a problem with the engine.*** *** purchased a Vehicle Service Agreement (extended warranty) through *** *** at point of sale, which turned out to be a good decision on her part Like all VSA's, there are exclusions In the case of *** ***' repair, *** *** covered $9,for covered items related to the engine The catalytic converters were damaged and were "excluded" by the warranty company, leaving the balance of the repair to be paid by *** ***.Although the dealership has no obligation to cover any part of the repair, we did make a goodwill gesture Here's what we offered on August 26th The offer still stands, and we'll await *** *** decision.*** ***,Thank you for faxing me the receipts from *** Chevrolet I've reviewed the receipts and discussed your situation with our General Manager The first thing I'd like to say is there's really no way to determine what caused the engine to malfunction It's ironic that you were at *** *** on August 4, for an oil change and the vehicle was fully operational Then, less than two weeks later, the engine malfunctioned.You're requesting financial assistance with the expenses not covered by your warranty I would have been able to complete the repair at our dealership at a lower cost, which would have saved you money Unfortunately, that's not an option now.It looks like the entire repair was $13, The *** *** warranty covered $9,of the total repair I'm very glad you elected to purchase the warranty, so you had coverage. I checked with *** *** and was told that the catalytic converters would not be covered under any circumstances, since they are emission based items and excluded under the warranty program (even with platinum coverage) All this being said, I would like to help you with some portion of the money you paid for the catalytic converters It looks like the total for the three catalytic converters was $3, I will offer to 50% of that repair and would like to send you a check for $1, Hopefully, the reimbursement will help you -- especially knowing your husband is facing medical challenges We wish him a swift and full recovery.Please let me know if you'd like for me to proceed with a check request in the amount of $1,And, feel free to contact me directly with any questions you may have

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because: no one has called meMy number is ***I'm still waiting for a call
***
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
The response is a complete lieThey have my vehicle down as synthetic oil, when it does not need synthetic oilThe lady that I was speaking to was over talking, overwhelming and obnoxious on the phone, she was not letting me speak at all and she said that she would take care of it but going forward I must know the priceNever before this was told to meIn additional, I do not go by a AliusMy full name is *** *** ***On top of that they are bait and switch as if you read other complaints online as I just noticed yesterday when I was leaving mine, especially on ***, multiple people are complaining about the same thingNow, when she said she would take care of it and it was my responsibility to know the price moving forward, I then said no, you're workers should quote the same price, she agreedI then proceeded to tell her that I will always ask the price and if I'm giving the wrong information then I will complain again in the futureShe then told me that she was not going tomdo anything at that point and if I didn't like it I could go else where for my oil changesHorrible costumer service amd attitude from her
Regards,
*** ***

Dear *** ***,Thank you for providing information regarding *** *** *** (Apparently, *** *** used an alias name in writing this complaint.)The dealership has dealt with *** *** on several occasions regarding oil change pricing on his Toyota *** We have refunded
him in the past when he complained that the price quoted did not meet the actual price of the oil change Although we were never able to verify the accuracy of his complaint; we refunded him the full amount (not pro-rated) as a goodwill gesture On his last visit (prior to his visit on April 4th), he was told by the Service Director that we would no longer discount his oil changes He is welcome to service with the dealership, as long as he pays the full price Notes were added to our system at that time that state:NOTE!!!!!!!!!!!!!!!!!! PER PETE ONDERCHAIN!!!!!!!!!!!! THIS CUSTOMER CLAIMS THAT WE MISS QUOTE HIM FOR HIS OIL CHANGES EVERYTIME HE CALLS INTHIS VEHCILE HAS 0-20W SYNTHETIC OIL CUSTOMER WAS GIVEN EXACT QUOTE FOR OIL CHANGE FOR HIS VEHICLE THERE IS TO BE NO SPECIAL PRICING GIVEN TO THIS CUSTOMER!!!!!!!!!!!!!!!On April 4th, *** *** came in for an oil change and made the same complaint Because the dealership was very clear that we would no longer offer discounts, *** *** paid the correct amount of the service Upon contacting him today regarding the Revdex.com complaint he filed, *** *** said he would dispute the payment with his credit card company He is certainly within his rights to do so, and we will provide the credit card company with detailed information on the transaction.*** *** also threatened to post negative reviews on internet websites Again, this is certainly his prerogative and the dealership will certainly respond with a full account of what transpired with the customer.I hope this information helps bring this complaint to an acceptable close.Kind regards,Debra L***

Dear *** ***,
Thank you for the opportunity to respond to *** ***'s complaint. For your information, *** *** purchased a vehicle from Koons Tysons Toyota on 01/31/and traded in the
***. He accepted the dealer's traoffer of $11,
The Koons Tysons Toyota promotion clearly states: Get up to 125% of *** for your trade .... No where in the advertising does it state "125% *** guaranteed". The dealer will deduct for things like "wear and tear", dents, dings, scratches, tires, etc.
In the case of *** ***'s ***, we offered him 134% of ***'s "fair" travalue. *** fair was $8,400. We gave him $11,273. His *** *** is not a "*** *** ***", as he states. This is the problem. He has a plain *** *** * that has been modified to look partially like a *** *** ***. The two different vehicle models have different serial numbers that differentiate the models. Furthermore, his vehcile had damage, aftermarket wheels, and no tire pressure sensors
This information was clearly relayed to *** *** and he decided to move forward with the sales transaction and accept the traoffer of $11,273.00. I'm not sure if he submitted his complaint prior to the January 31st purchase date
Hopefully, this information helps bring this matter to a close. We appreciate your assistance in this matter
Kind regards,
Debra *L***
Customer Relations Director

Thank you for providing this complaint for our attention.  [redacted] purchased a 2010 [redacted] on 08/23/2012.  His loan was processed through [redacted] Financial Services.  The dealership, Koons Tysons Toyota, is not a bank, nor does it approve or process loans....

 [redacted] would need to reach out to [redacted] Financial Services for clarification at www.[redacted].com or ###-###-####.  The dealership does not have access to his loan, so I cannot offer any advice nor information regarding [redacted]'s loan or subsequent repossession.  Please direct [redacted] to contact [redacted] Financial Services, or transfer this complaint to [redacted]. Thank you.Debra ** L[redacted]Customer Relations Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Koons Tysons Toyota has still failed to acknowledge that they, as a dealership, sold us a car with a known defect, having a documented Technical Service Bulletin, prior to taking our money for the new car. Plus, they have not responded to the claim that, knowing about the TSB, they were still selling cars to buyers without disclosing the problem. Yes, Toyota Corporation has fixed the equipment issue. And, we are happy with Toyota Corporation--they listened to the issue, accommodated us and expedited the part shipment.  But the complaint was more than the equipment itself. It was a customer service issue regarding Koons.  The TSB clearly says that the dealer should stop work on the car when certain conditions existed and submit a TAS to Toyota Corporation. Koons continued to try to work on the car, failed to intercede on our part to have the TAS logged, and basically failed in their responsibility to the buyer for customer satisfaction. Their offer of a loaner car came too late to be of use to us.The repair has worked thus far, and so we accept that Toyota Corporation fulfilled their responsibility to the customer. Koons, on the hand,  failed miserably.
Regards,
[redacted]

This is not our complaint. We are Koons of [redacted], not Koons Tysons Toyota.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
My brother will be back on March 28, I will forward everything to him and he will take over.
Regards,
[redacted]